Email Applied: Email’s Mounting Role in Customer Service
There are myriad ways to please customers with email, but only so many do it properly
Customer Service Replies
Moving beyond regular email communication, let's look at one-on-one customer service responses. Here are some rules of the road:
1. Do reply to requests. Direct marketing consultancy Hornstein Associates recently shared the results of a study it conducted: Emails were sent to CSRs at leading companies and responsiveness was measured. Only 45 percent of these companies replied!
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